IVR, Telephony & Network Specialist

Description:

abra professional services is seeking an experienced IVR, Telephony & Network Specialist to manage and maintain IVR, Contact Center, telephony, and enterprise network systems.

This is a full-time position located in central Israel.

Key Responsibilities:

• Design, develop, maintain, and optimize complex IVR and Self-Service call flows, including real-time data integrations, call-flow analysis, and Customer Experience (CX) optimization.

• Operate, configure, and maintain Contact Center systems, including queue management, Skill-Based Routing, reporting, and system availability.

• Manage and maintain SBC servers such as AudioCodes and Oracle, SIP Trunks, and telephony protocols including SIP, RTP, and WebRTC, as well as troubleshoot voice quality issues.

• Integrate IVR and telephony platforms with CRM and ERP systems using REST APIs and Webhooks, and implement Conversational AI, Voicebots, and STT/TTS technologies.

• Design, implement, and maintain enterprise switches and routers across Data Center and Campus environments, with a focus on Cisco ACI and centralized management through Cisco DNA Center / Catalyst Center.

• Manage, configure, and maintain Network Access Control (NAC) solutions such as Cisco ISE and Aruba ClearPass, including endpoint security, device identity management, network segmentation, and 802.1X.

Requirements:

• Proven hands-on expertise in designing, implementing, maintaining, and developing complex IVR call flows and data-driven integrations – mandatory.

• 3–5 years of professional experience as a Telephony & Network Specialist / Voice & Network Engineer in a medium-to-large organization – mandatory.

• Hands-on experience with SBC servers, particularly AudioCodes, SIP Trunks, and a strong understanding of the SIP protocol – mandatory.

• Hands-on experience managing Cisco network infrastructure and Cisco ACI architecture, including Spine-Leaf and APIC Controller, as well as Cisco DNA Center / Catalyst Center – mandatory.

• Hands-on experience implementing, managing, and maintaining NAC solutions such as Cisco ISE – mandatory.

• High-level English proficiency, both written and spoken – mandatory.

• Strong troubleshooting and packet analysis skills, with the ability to resolve complex issues in real time and under pressure – mandatory.

• Strong interpersonal skills and the ability to collaborate effectively with both technical and business stakeholders – mandatory.

Advantages:

• Hands-on experience with Genesys platforms, including Genesys Cloud, Genesys Engage, or PureCloud – strong advantage.

• Familiarity and hands-on experience with AI technologies in telephony, including Voicebots, Conversational IVR, and STT/TTS – strong advantage.

• Strong system-level thinking and a customer-oriented approach focused on Customer Experience (CX).